Refund policy

Thank you for shopping with Renelle Cosmetics.

We are committed to providing high-quality products. Due to the nature of cosmetic and personal care products, this Returns & Refund Policy applies to all purchases made through our website.

By placing an order, you agree to this Returns & Refund Policy.

1. GENERAL POLICY

For hygiene, safety and quality assurance reasons, cosmetic and personal care products are generally non-returnable and non-refundable once delivered, except where required by applicable law or where the product is defective, damaged upon delivery, or the incorrect product was supplied.

Nothing in this Policy limits any mandatory consumer rights that cannot legally be excluded.

2. CHANGE OF MIND

We do not accept returns or provide refunds for:

  • change of mind;

  • accidental purchases;

  • no longer wanting the product;

  • dissatisfaction with fragrance, texture, consistency or personal preference;

  • purchasing the wrong product;

  • failure to read the product description before purchase.

3. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

If you receive a product that is:

  • damaged during transit;

  • defective;

  • leaking;

  • materially different from the item ordered; or

  • the wrong product,

please contact us within 48 hours of delivery.

Your request should include:

  • your order number;

  • a description of the issue;

  • clear photographs of the product;

  • photographs of the packaging;

  • any other information reasonably requested by Renelle Cosmetics.

Failure to notify us within this timeframe may affect our ability to investigate your claim.

4. REFUND ELIGIBILITY

Where Renelle Cosmetics determines that a refund is appropriate, we may, at our sole discretion and subject to applicable law:

  • replace the product;

  • resend the product;

  • issue store credit;

  • issue a partial refund; or

  • issue a full refund.

The remedy offered will depend on the nature of the issue.

5. NON-RETURNABLE PRODUCTS

Unless required by law, the following items are not eligible for return or refund:

  • opened cosmetic products;

  • used products;

  • products with broken hygiene seals;

  • products damaged through misuse;

  • products stored contrary to instructions;

  • promotional or complimentary items;

  • gift cards (if applicable).

6. CUSTOMER RESPONSIBILITY

Customers are responsible for:

  • reviewing product descriptions before purchase;

  • ensuring products are suitable for their intended use;

  • checking ingredient lists for allergies or sensitivities;

  • following all usage instructions.

Renelle Cosmetics is not responsible for reactions arising from individual sensitivities, allergies, misuse, improper storage or failure to follow product instructions, except where liability cannot legally be excluded.

7. SHIPPING COSTS

Original shipping charges are non-refundable except where required by applicable law or where the return results solely from an error by Renelle Cosmetics.

Where a shipment is returned due to customer-related reasons, including but not limited to:

  • providing an incorrect address;

  • refusing delivery;

  • failing to respond to courier communications;

  • failing to collect the shipment;

  • being unavailable to receive delivery,

any outbound shipping costs, return shipping costs, storage charges, customs charges or additional courier fees may be deducted from any refund where permitted by applicable law.

8. RETURN SHIPPING

Where a return is approved, customers must follow the return instructions provided by Renelle Cosmetics.

Products must not be returned without prior authorization.

Unauthorized returns may be refused.

9. REFUND PROCESSING

Approved refunds will be processed using the original payment method whenever reasonably possible.

Processing times depend on payment providers and financial institutions and may vary.

Renelle Cosmetics is not responsible for delays caused by banks, payment gateways or card issuers.

10. ORDER CANCELLATIONS

Orders may only be cancelled before they have entered processing or shipment.

Once an order has been processed, packed or dispatched, cancellation requests cannot be guaranteed.

Renelle Cosmetics reserves the right to refuse cancellation requests after processing has begun.

11. FRAUD PREVENTION

To protect against fraudulent claims, Renelle Cosmetics reserves the right to:

  • request additional photographs or information;

  • investigate claims before approving refunds;

  • refuse claims that appear fraudulent or abusive;

  • limit or refuse future purchases from customers engaging in suspected abuse of our refund process.

12. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, Renelle Cosmetics shall not be liable for indirect, incidental, special or consequential losses arising from product returns, refunds or customer dissatisfaction.

Nothing in this Policy excludes liability that cannot legally be excluded under applicable law.

13. CHANGES TO THIS POLICY

Renelle Cosmetics reserves the right to amend this Returns & Refund Policy at any time.

The version published on our Website at the time an order is placed shall apply to that order unless otherwise required by applicable law.

14. CONTACT US

For return or refund enquiries, please contact:

Renelle Cosmetics L.L.C – FZ

Dubai, United Arab Emirates

Email: info@renellecosmetics.com

Website: https://renellecosmetics.com